Using Rebuttals To Overcome Objections

Foreign.

It's Louis Massaro. And welcome to another episode of the Moving Mastery Podcast.

Hey, what's up, guys? It's time to talk about closing more deals. The people that you get on the phone that want a moving quote, how do you get more of them to book their move with you instead of their competition? Because they're going to be moving, right? They're going to be moving with you or they're going to be moving with somebody else, or they're going to be renting a truck. Either way, they're going to be moving. But I want to talk to you about overcoming objections by using rebuttal. So what a rebuttal is is essentially it's an answer for, for any reason that a customer would say they're not ready to book with you yet, right? So whether it's, you know, listen, if you're a one person show or you have a, you know, 20, 30, 40 person call center, maybe you got a hundred person call center, you know, where people are on the phones booking moves for your company, it's important that they have rebuttals. And a rebuttal is an answer to every single reason why a customer might not book their move with you when you have them on the phone or when you're out doing an onsite estimate, right? We all want to book more moves. If you have the opportunity, why let that go? Right? Why wait until your follow up if you could close the deal on that first call? Now, I know it's not going to happen on every single call where you're going to book that job on the first call. However, you should put your best foot forward and do it in a way that's not rubbing the customer the wrong way. Right? A lot of people say, louis, I don't want to be pushy. I don't want you to be pushy either. But I do want you to take that customer by the hand and lead them to the sale, right? And a lot of that is just educating them along the way as to what it is you do, why your company's the best choice. And for whatever reason, they say, I'm not ready to set up this move. So let me give you some examples of objections. These are objections customers may have for why they don't want to move with you. And I'm sure you hear these and then some more too. You know, I don't have a move date yet. I need to speak to my husband or I need to speak to my wife. Your price is too high.

You know, I gotta you know, I spoke to somebody, my friends are gonna do it. You know, my, my kids are gonna come over with a rental truck and some friends from college. I'm gonna give them a pizza. They're gonna do it. We decided to do it ourselves. Whatever the case may be, all the reasons as.

Haul truck drive by in the back, listen, those people needed to move, right? So they may have called some moving companies. They may have said things like, hey, your price is too high. I might just do it myself. And if you had a rebuttal, right, if you had essentially a script of what to say when a customer says that, you could have shown them how by doing it themselves. They're gonna, you know, have a lot of heartache, a lot of trouble, and all the essential hitting costs that go along with doing a DIY do it yourself move, right? Especially with long distance. I mean, with long distance, one of your, you know, great rebuttals is, you know, calculating that price for them. Because what a lot of people don't take into account is all the, you know, all the fuel they're gonna spend, all the hotels they're gonna be in. What about the pads that a U Haul truck is gonna give them, right? If you've seen that, the pads that come on a U haul truck, I mean, honestly there, I would feel bad giving those pads to a homeless person as a blanket to keep them warm, right? They're so thin and they're so, you know, it's not gonna protect anybody's furniture, right? But the customer doesn't know this. So it's not a matter of being pushy, it's not a matter of being salesy. It's a matter of educating them along the way, but then steering them back to book their move with your company. So, you know, from the people that come to the seminar, right, here's what I could tell you. When they learn this concept of rebuttals and overcoming objections, I hear from so many of them that that was such a difference maker because I' it before. And I'm a big believer that, you know, great salespeople aren't just born great salespeople, right? What makes a salesperson a great salesperson is that they just know what to say, right? They just know what to say. So when, again, when you give them a sales script, they know what to say when you have a list of answers, right, that are called rebuttals for every reason that a customer is not ready to set up their move on that particular call, when they know how to respond to that. That's how they become great, right? If they're able to learn those responses, they become a great salesperson. Cause remember, we're not selling anything, you know, tough, right? When I was, I'll tell you a story. When I was 17, I was still in high school, I got a job at a call center, right? This is actually where I learned the concept of having a rebuttals book, right? Meaning a three ring binder on the desk with your sales script with all your rebuttals and your frequently asked questions. Basically everything that your salesperson will need to close that deal is there, right? But I worked at this call center. We were selling vacation packages and they would give us a stack of these, like, you know, I don't know, this size five by seven maybe pieces of paper in all different colors that were, you know, essentially it looked like someone just filled them out somewhere. They were all in different handwriting of somebody that must have, you know. Well, what it was is they were putting their name and email and phone number. Actually, no email, just phone number. Forget what else was on there. But we had the phone number and a name and they were winning a free vacation package or a cruise. We didn't even get told anything. This was not like a good call center. It was just like a total hole in the wall place, right? And the idea was to get them on the phone and then sell them the seminar, sell them the vacation. So here we are trying to sell someone something they don't need. That's not a good feeling, right? That's being salesy, right? Trying to convince somebody of something they don't need. And that's not what we're talking about here. We're talking about showing them stuff that they might not know, they might not understand. When they say your price is too high, you've got to put it in perspective for them. You've got to let them see that. You know, what with moving companies, you're not comparing apples to apples. You know, it's not like if you went to, you know, Best Buy and you wanted to shop a TV at Best Buy and you know, go to Walmart and shop the same TV and see which one's cheaper for the same tv, right? Or a car at one dealership, the same car at another dealership. It's different with movers. So you have to be able to show your customer that, you know, when comparing movers, it's not an Apples to Apples comparison, right? In order for me to send you highly trained, quality, professional movers that are going to come out there and do an excellent job and not damage your furniture. We need to pay them a little bit more. More. And that's why our prices are higher than some of the competition you may be looking at. Right. In other words, just because someone is going to send a laborer out there to move your furniture doesn't mean they're experienced. So what would you rather have? Would you rather have quality or would you rather have a good price? Of course they're going to say, well, I want both. Okay, well, if you look at our price in this way and see it as the value that you're receiving for the quality that you're getting, that's an example. Like, that's the type of shift in perspective that you want to get your customer to understand. You want to get them to see that. Right. Because otherwise it's gonna be a very, very, very tough, tough business to be in if you're just competing against people. And your tactic for competing is price. Okay. Because if you don't have a way to have, first of all, a good sales script, that's the upfront part laid out for your sales team, and then the rebuttals for all the objections and the reasons why they are not ready to book their move, you know, to where they have those responses ready to go. If you don't have that, it's going to be very difficult because you're going to spend money on marketing. It's going to come in, and you're not going to close enough deals to be able to pay for it, and it's going to keep you either at a lower level or you're going to end up competing against price. And, you know, I've seen it happen, you know, in years of the business where, you know, typically the guy in the market that's charging the lowest prices doesn't last long at all. You know, it's a nuisance when all of a sudden a new company opens up and they're charging these low prices. But you know what? If you're dealing with that now, if you're. Let me know if anybody's here and you're competing with somebody in your market that's just like, oh, my God, their prices are so low. I don't know how they do it. Chances are within a year they'll be out of business because they don't see and they don't understand how those low prices aren't allowing them to. Prof. Right. They're looking at the quick wins and the quick victories of, ooh, I Booked this move. Ooh, we got jobs on the board, right? But if they're honoring their pricing and they're being upfront and honest with the customers and they're giving prices and then sticking to those prices, it's gonna be very hard for them to stay in business. So what you need to do, right, because I want you charging higher prices. I don't want you competing at these low rates. Because what you do, the business you're in, everything that you deal with, the liability, the responsibility, it's, you know, it's a lot, right? So you. To get paid what you're worth. But in order to do that, you can't just assume that you're going to roll out a price to somebody, you're going to give them your quote, and all of a sudden they're going to just be okay with it, right? And you're not going to have to kind of show them why it's a little bit higher. Show them why. When they see I still need to check around and I'm not quite sure, you know, if we're ready to do this yet. You need to put that urgency there and let them know that that date that they're looking at, you know, looking at your calendar, if you only have two spots, you got to let them know there's only two spots. So here's what you need to do. Make a list of every single objection that you've heard from a customer, meaning everything that they've said is the reason they're not ready to book the move now, right? So when you're at the end of your call and you're, you know, in wooing sales academy, we call it rolling into the reservation, right? When you roll into the reservation and you basically. And they're like, well, no, I'm not ready to set it up. I need to speak to my husband, or your price is too high. All of those reasons. Those are all customer objections. I want you to make a list of every single one of them, and then I want you to write down your rebuttal, what you're going to say, and more importantly, your sales team. You might say, depending on where you're at with your company, you might say, hey, I have this stuff down, right? Like when I started and it was just me, you know, I had my rebuttals and I wrote them down and I tweaked them and I tried different stuff, but I knew the concept, right? Because I had the experience of working in a call center, so I knew the concept and how important it was to have those rebuttals. But I worked on them and I tweaked them so that when I hired people to work for me, right? And then eventually having, you know, 60 people on the phones booking moves, they knew what to say when the customer said, you know, hey, it's not, you know, it's not time, you know, your price too high. I need to speak to my husband. We don't have a move date yet, right? Whatever. I saw some bad reviews online. Whatever it is, there is something you can say to overcome that objection. So what I want you to do is I want you to take out a piece of paper and a pen and I want you to write down all the things customers are saying on why they're not ready to set up their move yet. And then I just want you to think about what you could say to make them see the other side of that, to overcome that objection, to keep them on the phone, to help educate them on the process and to ultimately get them to say yes and book their move with your company. Right? Because at the end of the day, the purpose of every single phone call that you receive, every single phone call that you place to a customer, a prospective client that's moving, is to book the move. That's the number one purpose of every single call is to book the move. The secondary purpose is to get an estimate, right? To find out who the influencers are, to add them to your pipeline, things like that. But the first priority is to get that job booked. And after that, you put them in your follow up process if you can. But the more you could close on that first call or the second call, that prevents you from having to make that third and fourth and fifth call. And until I see you next time, go out there every single day. Profit in your business, thrive in your life. I'll see you later.

It.